Better to Ask Than Assume: Proactive Voice Assistants’ Communication Strategies That Respect User Agency in a Smart Home Environment

Oh, Jeesun; Kim, Wooseok; Kim, Sungbae; Im, Hyeonjeong; Lee, Sangsu

doi:10.1145/3613904.3642193

Proceedings of the CHI Conference on Human Factors in Computing Systems 2024

DOI: 10.1145/3613904.3642193

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Better to Ask Than Assume: Proactive Voice Assistants’ Communication Strategies That Respect User Agency in a Smart Home Environment

Jeesun Oh,

Wooseok Kim,

Sungbae Kim

et al.

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2024

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“Hey Genie, You Got Me Thinking about My Menu Choices!” Impact of Proactive Feedback on User Perception and Reflection in Decision-making Tasks

Dubiel,

Leiva,

Bongard-Blanchy

et al. 2024

ACM Trans. Comput.-Hum. Interact.

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Conversational agents (CAs) that deliver proactive interventions can benefit users by reducing their cognitive workload and improving performance. However, little is known regarding how such interventions would impact users’ reflection on choices in voice-only decision-making tasks. We conducted a within-subjects experiment to evaluate the effect of CA’s feedback delivery strategy at three levels (no feedback, unsolicited, and solicited feedback) and the impact on users’ likelihood of changing their choices in an interactive food ordering scenario. We discovered that in both feedback conditions the CA was perceived to be significantly more persuasive than in the baseline condition, while being perceived as significantly less confident. Interestingly, while unsolicited feedback was perceived as less appropriate than the baseline, both types of proactive feedback led participants to relisten and reconsider menu options significantly more often. Our results provide insights regarding the impact of proactive feedback on CA perception and user’s reflection in decision-making tasks, thereby paving a new way for designing proactive CAs.

show abstract

“Hey Genie, You Got Me Thinking about My Menu Choices!” Impact of Proactive Feedback on User Perception and Reflection in Decision-making Tasks

Dubiel,

Leiva,

Bongard-Blanchy

et al. 2024

ACM Trans. Comput.-Hum. Interact.

View full text Add to dashboard Cite

show abstract

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Better to Ask Than Assume: Proactive Voice Assistants’ Communication Strategies That Respect User Agency in a Smart Home Environment

Cited by 1 publication

References 46 publications

“Hey Genie, You Got Me Thinking about My Menu Choices!” Impact of Proactive Feedback on User Perception and Reflection in Decision-making Tasks

“Hey Genie, You Got Me Thinking about My Menu Choices!” Impact of Proactive Feedback on User Perception and Reflection in Decision-making Tasks

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